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In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [ 1 ] an SLI can be called an SLA metric (also customer service metric , or simply ...
A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:
A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...
Atomicity, consistency, isolation (sometimes integrity), durability is a transaction metric. When dealing with safety-critical systems, the acronym reliability, availability, maintainability and safety is frequently used. [citation needed] Dependability is an aggregate of availability, reliability, safety, integrity and maintainability.
An operational-level agreement (OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services.
Some common issues include: Individual teams (both in-house and outsourced) can act autonomously and lack coordination. Individual suppliers fulfilling their contractual obligations does not provide assurance that the end to end service delivered to the enterprise will be acceptable
In this case it is required to have high levels of failure detectability and avoidance of common cause failures. If redundant parts are used in parallel and have independent failure (e.g. by not being within the same data center), they can exponentially increase the availability and make the overall system highly available.
The metrics reference model (MRM) is the reference model created by the Consortium for Advanced Management-International (CAM-I) to be a single reference library of performance metrics. This library is useful for accelerating to development of and improving the content of any organization's business intelligence solution.